Case already opened this week end.Case nr 114979.My feeling is more about a hardware problem rather than software.But as you explained a special tool is needed for encoder change, I was wondering how I should proceed ...

When the support manages a case, it answers to the case opener - you in that case - and closes the case. If you are not satisfied with the answer, or if this answer was a set of questions to help us for the diagnosis, then you simply need to reply which reopens the case.

Just in case, try to restart Origin while pressing simultaneously on keys '0', '1' and '2' on the preset selection keypad and tell me the result. If your machine still fails to startup try to connect to the Origin with Origin Connection and send me the logs.

To get these logs when using Origin Connection 1.4:- open Origin Connection- open the menu File- select the entry "Open The Logs folder"- this open a finder window which shows the content of a folder named "Origin Connection". You should find there 2 files and a folder named "log_archives".- select everything that is the sub folder *and* the 2 files- compress them and attach the archive to your mail

To get these logs when using an older version of Origin Connection:- manually open the folder which contains these logs.